Customer Service Manager

• To have overall responsibility for Quality of Service and Customer satisfaction for Anti Piracy services on assigned customer(s).
• To be the customers primary point of contact within Viaccess-Orca (VO) for the service execution.
• To proactively identify existing customer needs, and opportunities to grow the customer relationship with VO. Work with the account team to up-sell Service Management and/or other VO products and services.
• To maintain adequate knowledge of VO anti-piracy services
• The CSM prepares & manages Service Review Meetings with the customer on a regular basis and issues minutes. Prepares the monthly customer report (Number of links taken down, remaining active links,.) or for specific event (soccer championships, Olympic games, or specific Video On Demand).
• CSM provides capacity analysis, forecasts, and recommendations. CSM ensures that data integrity issues concerning customer information in all systems/tools are correct.
• CSM provides the customer with up-to-date documentation (including the Customer Operations Guide) which takes into account changes to a Customers solution due to organic growth and Moves, Adds & Changes.

Your main tasks will be:

• Create new anti-piracy campaigns in VO tools
• Extract data and generate reports for customers
• Answer tickets generated by customers and take appropriate actions
• Communicate operationally with our 3rd parties partner providing some services
• Participate in new solution implementation
• Train the customers staff
• Be part of the APC operational center and as such provide feedback to improve the product
• Be part of Proof of Concept implementation at pre sales stage

The first phase of training will be delivered

• Degree level or equivalent (Business or Science Degree);
• 4-5 years of similar experience.
• Should read and speak English
• Knowledge of video piracy ecosystem is a plus(Internet, IPTv STB,)
• Piracy is constantly evolving so adaptability is key and some processes need to be created scripting is a plus
• Curious and resourceful
• Microsoft Office expertise: Powerpoint, Excel (pivot table)
• Good communication, negotiation, presentation, and organization skills
• Can work independently, shows initiative and proactivity
• Analytical mind and be a force of proposition
• Innovative the ability to learn and work with new technologies;

You have unique experiences, skills, and passions. Why not bring them all to Orange?Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do, where you can go, and the difference you can make here at Orange.We value our employees through various recognition programs at country and region and global level.